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Music on hold

Upload your own tracks or pick from free options to keep callers company.

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When a caller is placed on hold or waiting in a queue, the silence or generic beep they hear shapes how long the wait feels. Music on hold replaces that silence with audio you choose: a track that fits your brand, a recorded message about your services, or a combination of both. The wait does not get shorter, but a caller who hears something purposeful is more likely to stay on the line.

Voxbi lets you upload your own audio files or use the built-in default tracks. Custom music can be set at the queue or IVR level, so different teams or services can each have their own hold experience. The default library is available system-wide when no custom file has been assigned.

When you'd use music on hold

  • A reception line at a busy practice or firm where callers wait before a person is free: hold music reassures them the call is still connected and handled.

  • A multi-department business that wants callers waiting for sales to hear something different from callers waiting for support, so each line feels distinct.

  • A brand that has produced a short audio message about its services and wants every hold experience to double as a soft brand touchpoint.

How music on hold works in Voxbi

  1. Open the music on hold library

    In the Voxbi Cockpit, go to Sound Files and switch to the music on hold view. Here you see all custom hold tracks and the system-wide default tracks side by side.

  2. Create a new entry and upload your file

    Click "New Music on hold", give the entry a name, and upload your audio file. WAV, MP3, and OGG formats are all accepted. You can preview the file with the in-browser player before saving.

  3. Assign it to a queue or call flow

    Once saved, the music on hold entry is available to select when configuring a call queue or a hold step inside a call flow. Each queue can reference a different file, so each line gets the audio you intend.

  4. Leave the default in place where you do not need custom audio

    If a queue has no custom hold music assigned, it falls back to the system-wide default tracks automatically. You only need to configure custom audio where it matters most.

Frequently asked questions

What is the difference between custom music on hold and default music on hold?

Custom music on hold entries are audio files you upload and assign to specific queues or call flow steps. The default music on hold is a system-wide track that plays anywhere no custom file has been set. You can listen to the default tracks in the Voxbi Cockpit before deciding whether to replace them with your own recordings.

Can I use a recorded message instead of music?

Yes. Any audio file you upload becomes a hold entry, so you can use a spoken message, a brand jingle, or a mix of music and voice-over. The system does not distinguish between file types: whatever you upload plays when that entry is assigned.

How do I know which queues are using a hold music entry?

Each entry in the music on hold list shows a usage counter. Clicking through to the entry's detail view shows exactly which call flows or queues reference it, so you can track where each track is in use before editing or deleting it.

Can the volume or looping behaviour be adjusted?

The audio file plays as uploaded, so the volume and length are determined by the file itself. To avoid startling callers, record or export your audio at a consistent, moderate volume before uploading.

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